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Brihan Mumbai Electric Supply & Transport Undertaking (Of the Municipal Corporation of Greater Mumbai)
"Procedures for Redressal Of Consumer Grievences"
As per Section 3.3 of Maharashtra ElectricIty Regulatory Commission (Consumer Grievance Redressal Forum & Ombudsman ) Regulations, 2006 we are publishing herewith the rules and procedures for redressal of grievances
Procedure for redressal of consumer grievance is given below :
1.0 Supply Related Complaints. (24 Hrs Fuse Centres)
General Requirements :
For any supply related grievances like Fuse Blown (No Supply) / Burnt Meter / Shock / Fire / Building Collapse / Water Falling on service position / Voltage fluctuations etc, the consumers shall lodge the complaints in the respective Fuse Control Centres of their area. (List attached - Annexure ‘A’) by providing the following details.
1. Bill No./ Meter No./ Installation No - (Any one of ) 2. Telephone no.(s), 3. Address and nearest landmark 4. Brief description of the complaint.
Procedure for Redressal :
a) After lodging the complaint, BEST's Fuse-man will inspect the site and in most cases restore the supply. In case of faulty or burnt meter, he will consult the concerned officers and will replace the same either from local fuse centers or from a centralized location. The fuse-man will request the consumer to give an Undertaking on a standard form which is available with him agreeing to make the payment of burnt meter charges through the subsequent electricity bills and also for amendment of electricity bills if necessary.
b) In case of Shock / Fire / Building Collapse / Water Falling on service
position, the supply to the entire building will be disconnected either by Fire Brigade or by BEST personnel whoever is reaching the site first. The supply will be restored only after the installation is set right by the consumer through Licensed Electrical Contractor by submitting test report
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of installation stating that installation is healthy and permission from Electrical Inspector / Fire Brigade is submitted wherever necessary.
c) In case of interruptions of supply such as (supply is not available to service)
partial area off & area off supply, the consumer shall lodge the complaint with the Fault Control/ System control directly (Pl. refer Annexure ‘B’).
d) In case of area off supply or off supply to High Voltage consumer the
consumer shall contact the Supervisory/ System control directly (Pl. refer Annexure ‘C’).
2.0 Billing Complaints :-
General Requirements :
For all billing complaints such as High Consumption, Stopped Meter, Change in Name and Address, Disconnection of meter of vacant premises, Reconnection of supply, Refund of Security Deposit etc, the consumer shall lodge the complaint with the Complaint Officer of the ward in respective areas. (List attached - Annexure A) by providing the following details :-
1. Bill No. 2. Telephone No. 3. Address 4. Details of the complaint
Procedure for Redressal :
a) On receipt of the complaint and its scrutiny, if it is found necessary,
inspection and site testing of the meter will be carried out. If the meter is found stopped or defective, the meter will be replaced after obtaining Undertaking from the consumer, agreeing to pay the amended bills issued subsequently as per rules in force.
b) For Change of Name and correction in address, consumers will have to
submit the duly completed Change of Name form along with prescribed fees, documentary evidence in concerned Customer Care Ward. Necessary Security Deposit equivalent to one billing cycle electricity consumption will also have to be paid. Changes effected from subsequent bills after due verification on site.
c) For refund of Security Deposit the consumer is required to surrender the
original receipts duly discharged in concerned Customer Care Ward along with an application for refund of security deposit along with one cancelled cheque of the bank account in which the consumer desire to get refund to be deposited . After following due procedure security deposit amount after
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adjusting electricity dues, if any, will be deposited in his bank account through ECS and he will be informed accordingly (Pl. refer Annexure ‘D’).
3.0 Complaints about obtaining supply:
General Requirements :
For all complaints about obtaining supply in case of New Connections, Additional load, Shifting of service cable, shifting of meter on nearest service position, Reconnection / Disconnection, Temporary supply etc, the consumer shall lodge the complaint with the Complaint Officer of the ward in respective areas. (List attached - Annexure D) by providing the following details :-
1. Details of requisition no. and date 2. Description of the complaint
Procedure for Redressal : a) Generally the electric supply will be connected within one month from the
receipt of completed application in normal circumstances in case of New Connection, Additional load, Reconnection, Temporary supply etc.
b) The cases requiring extension of Distribution Mains, Laying of new service
and Commissioning of new Sub Station/s, the supply will be provided immediately after obtaining statutory permissions and execution of the jobs.
4.0 General Complaints :
General Requirements :
For all the complaints of the consumers about other departments of BEST such as Vigilance Department, Operation & Maintenance Department, Erection Department, Street Lighting Department, Energy Audit Department etc, the consumer shall lodge the complaint with the Complaint Officer of Customer Care Ward of respective areas. (List attached - Annexure A) by providing the following details :-
1. Name and address of complainant 2. Telephone No. 3. Description of the complaint 4. Bill No. / Installation No. / Meter No. - if any
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Procedure for Redressal :
In case of complaints about theft of electric supply / tampering of meter and complaints related to other departments of BEST, the same will be forwarded by the Complaint Officer to the respective departments and the complainant will be informed accordingly.
5.0 Format and Time Schedule:
In order to expedite the disposal of complaint, the consumer shall lodge the complaint in the format enclosed in Annexure C along with supporting documents to The Asst. Adm. Officer of IGR Cell, Customer Care Ward,and within one month of the cause of the complaint.
Note :
The Consumer may represent his grievances before Consumer Grievances Redressal Forum by filling Schedule ‘A’ form (Six (6) no. of sets) if they are not satisfied with remedy provided by IGRC or no remedy provided by IGRC within a period of two months from the date of submission of Annexure ‘C’ form.
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List of Fuse Control to be contacted
Ward
Fuse Control Telephone
Number
Supply related
complaints
A Colaba
22156748,
22156749,
22184242
B Masjid 23474242,
23454297
C Pathakwadi
22084242,
22066351,
22084243
D Tardeo
23094242,
23099686,
23018169
E
F/S
F/N Dadar
24124242,
24123162,
24124993
G/S Worli24954242,
24953363
G/N Mahim24444242,
24161634,
24314242
b) Burnt meter, shock,
fire, building collapse,
water falling on service
position, voltage
fluctuation etc.
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Authority to be Contacted
ANNEXURE A
Nature of ComplaintSr.
a) No supply complaint
(Fuse blown, LT off
supply)
Supari Baug
24114242,
24161217,
24117734
List of fault control to be contacted
Ward
Fault Control Telephone
Number
Supply related
complaints
A 22066661
B 22066611
C 22087234
D
E
F/S
F/N
G/S Worli
24117753,
24117754,
24186611
Gate no. 5, 2nd floor,
Beside supervisory
control, Dadar
G/N Mahim24326611,
24326612,
24326613
Mahim Receiving,
Gokhale Road North,
Dadar, Nr. Pole no.
GRN-74
ANNEXURE B
Gr. Flr., Vidyut Bldg.,
Pathakwadi, Nr. G.T.
Hospital, Mumbai - 02
Address
a) Supply is not
available to the
service, partial area off
supply
Sr. Nature of Complaint Authority to be Contacted
1
Pathakwadi
24146683,
24146987,
24146611
Dadar
Gr. Flr.,
Transportation Engg.
Bldg., Tilak Rd., Dadar
- 14
List of System Control to be contacted
Centralized
control
Telephone
Number
Supply related
complaints
A 22085888
B 22082875
C 22067893
D
E
F/S
G/S
G/N
System Control
(South Zone)
2nd Flr., Vidyut
Bldg., Pathakwadi, Nr.
G.T. Hospital, Mumbai
- 02
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Ward
Zonal Control
Centre
(North Zone)
24975888,
24962155,
24962133
Ambika Mill
Compound, Rakhangi
Chowk, Tulsi Pipe Rd.,
Above DBA RSS
Area off supply / HV
consumer off supply
24145888,
24144897,
24131385
2nd Flr., Gate no. 5,
Transportation Engg.
Bldg., Tilak Rd.,
Dadar - 14
Supervisory
Control (North
East / North
West Zone)
F/N
ANNEXURE C
Sr.
No. Nature of
Complaint
Authority to be Contacted
Address
List of IGRC of BEST
Sr.
No.Nature of complaint Ward
Concerned
AuthorityAddress Tel. nos. E-mail IDs
A
Asst. Adm. Manager
CC(A)
I.G.R. Cell, Customer Care (A-
Ward), BEST Undertaking, 1st
Floor, Electric House, Colaba,
Mumbai - 400 001.
22799548
BAsst. Adm. Manager
CC(B)
I.G.R. Cell, Customer Care (B-
Ward), BEST Undertaking, Grd.
Floor, BEST Bhavan, Colaba,
Mumbai-400 001.
22799598 [email protected]
CAsst. Adm. Manager
CC(C)
I.G.R. Cell, Customer Care (C-
Ward), BEST Undertaking, 3rd
floor Vidyut Bldg., Pathakwadi,
Mumbai-400 002.22030840
DAsst. Adm. Manager
CC(D)
I.G.R. Cell, Customer Care (D-
Ward), BEST Undertaking, 2nd and
3rd Floor, New Ancillary Bldg.,
Tardeo Bus Stn., R.S.Nimkar
Marg, Tardeo, Mumbai-400 008.
23092365
E
Asst. Adm. Manager
CC(E)
I.G.R. Cell, BEST Undertaking,
Printing Press Bldg., 2nd Floor,
Morland Rd., Mumbai Central
Depot, Mumbai 400 008.
8698946103
24121718
F/NAsst. Adm. Manager
CC(F/N)
I.G.R. Cell, BEST Undertaking, 6th
floor, New Anicilliary Bldg.,
Wadala Bus Depot, Opp.
Ambedkar College, Wadala,
Mumbai 400 031.
241190754
F/SAsst. Adm. Manager
CC(F/S)
I.G.R. Cell, BEST Undertaking, 3rd
Floor, New Ancilliary Bldg.,
Wadala Depot, Mumbai 400 031.
24190715
24127599 [email protected]
G/SAsst. Adm. Manager
CC(G/S)
I.G.R. Cell, BEST Undertaking, 4th
Floor, New Ancilliary Bldg.,
Wadala Depot, Mumbai 400 031.
24157277,
24146262 [email protected]
G/NAsst. Adm. Manager
CC(G/N)
I.G.R. Cell, BEST Undertaking, 2nd
Floor, Transporation Engineering
Bldg., Gate no. 3, Tilak Road,
Dadar, Mumbai 400 014.
24151718
a) High consumption,
stopped meter,
change of name /
address, refund of
security deposit,
complaint of billing
under cycle 19 etc.
b) New connections,
Additional load,
Shifting of service
cable / meter,
reconnection /
disconnection of
supply, temporary
supply etc.
ANNEXURE D
1 A Ward Asst. Adm.
Manager CC(A)
I.G.R. Cell, Customer Care (A-
Ward), BEST Undertaking, 1st
Floor, Electric House, Colaba,
Mumbai - 400 001.
2 B Ward Asst. Adm.
Manager CC(B)
I.G.R. Cell, Customer Care (B-
Ward), BEST Undertaking,
Grd. Floor, BEST Bhavan,
Colaba, Mumbai-400 001.
22799598 [email protected]
3 C Ward Asst. Adm.
Manager CC(C)
I.G.R. Cell, Customer Care (C-
Ward), BEST Undertaking, 3rd
floor Vidyut Bldg.,
Pathakwadi, Mumbai-400
002.
22030840 [email protected]
4 D Ward Asst. Adm.
Manager CC(D)
I.G.R. Cell, Customer Care (D-
Ward), BEST Undertaking, 2nd
and 3rd Floor, New Ancillary
Bldg., Tardeo Bus Stn.,
R.S.Nimkar Marg, Tardeo,
Mumbai-400 008.
5 HVC Asst. Adm.
Manager (HVC)
I.G.R. Cell, High Value
Consumer Dept., BEST
Undertaking, 4th Floor,
Tardeo Bus Station,
R.S.Nimkar Marg, Mumbai-
400 008.
23026696
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E WardAsst. Adm.
Manager CC(E)
I.G.R. Cell, BEST Undertaking,
Printing Press Bldg., 2nd
Floor, Morland Rd., Mumbai
Central Depot, Mumbai 400
008.
23002569 [email protected]
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F/N WardAsst. Adm.
Manager CC(F/N)
I.G.R. Cell, BEST Undertaking,
6th floor, New Anicilliary
Bldg., Wadala Bus Depot,
Opp. Ambedkar College,
Wadala, Mumbai 400 031. 241190754 [email protected]
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F/S WardAsst. Adm.
Manager CC(F/S)
I.G.R. Cell, BEST Undertaking,
3rd Floor, New Ancilliary
Bldg., Wadala Depot,
Mumbai 400 031. 24190715 [email protected]
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G/S WardAsst. Adm.
Manager CC(G/S)
I.G.R. Cell, BEST Undertaking,
4th Floor, New Ancilliary
Bldg., Wadala Depot,
Mumbai 400 031.24190728,
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G/N WardAsst. Adm.
Manager CC(G/N)
I.G.R. Cell, BEST Undertaking,
2nd Floor, Transporation
Engineering Bldg., Gate no. 3,
Tilak Road, Dadar, Mumbai
400 014.
24151718 [email protected]
D:\CGRF 2018\Updation of website\[Inf about IGRC.xls]IGRC
E-mail ID of IGRC
Name of the
Customer Care
Ward
Address Phone No.
Information about IGRC of BEST
Sr.
No
Designation of
concerned person
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Annexure "C"
CUSTOMER CARE _____ WARD (FORM FOR CONSUMERS COMPLAINT)
Date :__________
To,
The Asst. Adm. Officer
IGR Cell, Customer Care ___ Ward,
BEST Undertaking,
Mumbai.
1) Consumer's name : ____________________________________ Tel No. _________
2) Address (Electric Supply/Correspondence)
Room No. ________ Floor No. _______ Bldg. name -______________________
Bldg. No. _________ Road - __________________ Mumbai -_____________
3) Bill No. _____________ Meter No. _____________ Nearest St. Ltg. Pole No. ______
4) Type of complaint pertaining to electric supply
________________________________________________________________________
________________________________________________________________________
________________________________________________________________________
________________________________________________________________________
________________________________________________________________________
________________________________________________________________________
________________________________________________________________________
________________________________________________________________________
(Attach separate sheet, if required)
Yours faithfully,
_______________
(Consumer's name in Block letters)
Encl.: 1) Electric Bill
2)
3)
4)
5)
(P.T.O.)
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: 2 :
NOMINATION :- (If the Consumer wants to nominate his representative to appear and
madesubmissions on his behalf before the BEST Undertaking the following declaration should
be submitted.)
I/We the above named Consumer hereby nominate Shri/ Smt. ______________________
who is not an Advocate and whose address is ___________________________________
________________________________________________________________________
_______________________________ is my/our REPRESENTATIVE in the proceedings and
confirm that any statement, acceptance or rejection made by him/her shall be binding on me/us.
He/She has signed below in my presence.
_______________ ______________
(Signature of Representative) (Signature of Consumer)
Mobile No. _____________
*************
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Schedule A
APPLICATION TO FORUM FOR REDRESSAL OF GRIEVANCE
Date_____________
1. NAME OF THE CONSUMER ___________________
2. FULL ADDRESS OF THE CONSUMER ___________________
PIN CODE _________________
PHONE NO. _________________
FAX NO _________________
EMAIL ID_________________
3. PARTICULARS OF CONNECTION AND CONSUMER NO.
(Please state nature of connection)
___________________________________________________________
4. DISTRIBUTION LICENSEE _________________
5. DETAILS OF THE GRIEVANCE, FACTS GIVING RISE TO THE GRIEVANCE
(If space is not sufficient please enclose separate sheet)
___________________________________________________________
___________________________________________________________
___________________________________________________________
___________________________________________________________
6. DATE OF ORIGINAL INTIMATION OF GRIEVANCE BY THE CONSUMER
TO THE DISTRIBUTION LICENSEE (INTERNAL GRIEVANCE REDRESSAL CELL)
________________________________________________________
7. REMEDY PROVIDED BY THE DISTRIBUTION LICENSEE, IF ANY
(If remedy has been provided, please enclose relevant communication from the Distribution
Licensee)
8. NATURE OF RELIEF SOUGHT FROM THE FORUM
___________________________________________________________
( Please enclose any proof to support claim, if any)
9. LIST OF DOCUMENTS ENCLOSED
(Please enclose copies of any relevant documents which support the facts giving rise to the
Grievance)
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10. DECLARATION
(a) I/ We , the consumer /s herein declare that:
(i) the information furnished herein above is true and correct; and
(ii) I/ We have not concealed or misrepresented any fact stated hereinabove and the
documents submitted herewith.
(b) The present Grievance has been intimated to the Distribution Licensee in the form and
manner and within the time frame prescribed by the Distribution Licensee and I/ We
am/are not satisfied by the remedy provided by the Distribution Licensee or no remedy
was provided within a period of two (2) months from the date of original intimation.
(c) The subject matter of the present Grievance has never been submitted to the Forum by
me/ or by any one of us or by any of the parties concerned with the subject matter to the
best of my/ our knowledge.
(d) The subject matter of my / our Grievance has not been settled through the Forum in any
previous proceedings.
(e) The subject matter of my / our Grievance has not been decided by any competent
authority/court/arbitrator, and is not pending before any such authority / court / arbitrator
.
Yours faithfully
(Signature)
(Consumer’s name in block letter)
NOMINATION – (If the consumer wants to nominate his representative to appear and make
submissions on his behalf before the Forum, the following declaration should be submitted.)
I/We the above named consumer hereby nominate Shri/Smt.________________________________,
who is not an Advocate and whose address is ____________________________________________
_________________________________________________________________________________
as my/our REPRESENTATIVE in the proceedings and confirm that any statement, acceptance or
rejection made by him/her shall be binding on me/us. He/She has signed below in my presence.
ACCEPTED
(Signature of Representative) (Signature of Consumer)
(Mobile)_________________
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Schedule B
REPRESENTATION BEFORE ELECTRICITY OMBUDSMAN
No. _____of year _______
Date_____________
(TO BE FILLED UP BY OFFICE)
To
The Electricity Ombudsman Maharashtra Electricity Regulatory Commission
606-608, 6th floor, Keshava Building,
Bandra-Kurla Complex, Bandra (East)
Mumbai – 400 051
Dear Sir,
SUB: please make a mention of the order of the Forum from which a representation to the
Electricity Ombudsman is being made
Details of the Grievance are as under:
1. NAME OF THE CONSUMER ___________________
2. FULL ADDRESS OF THE CONSUMER _______________________________________
PIN CODE _________________
PHONE NO. ________________
FAX NO____________________
EMAIL ID_________________
3. NAME AND FULL ADDRESS OF THE DISTRIBUTION LICENSEE, PIN CODE,
PHONE NO. / FAX NO._________________________________
4. NAME AND FULL ADDRESS OF THE FORUM, PIN CODE, PHONE NO. / FAX
NO._________________________________
5. PARTICULARS OF CONNECTION AND CONSUMER NO.
(Please state nature of connection)
___________________________________________________________
6. DATE OF SUBMISSION OF GRIEVANCE BY THE CONSUMER TO THE FORUM
________________________________________________________
(Please enclose three copies of the Grievance)
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7. SUBJECT MATTER OF THE REPRESENTATION____________________________
8. DETAILS OF THE REPRESENTATION, FACTS GIVING RISE TO THE
REPRESENTATION
(If space is not sufficient please enclose separate sheet)
___________________________________________________________________________
___________________________________________________________________________
___________________________________________________________________________
___________________________________________________________________________
9. Whether the consumer has received the final decision of the Forum ?
(If yes, please enclose �three copies� of the Forum�s order conveying its final decision)
10 NATURE OF RELIEF SOUGHT FROM THE ELECTRICITY OMBUDSMAN
__________________________________________________________________________
__________________________________________________________________________
(Please enclose �three copies� of documentary proof, if any, in support of your claim)
11. NATURE AND EXTENT OF MONETARY LOSS, IF ANY, CLAIMED BY THE
CONSUMER (IF ANY) BY WAY OF COMPENSATION Rs_________________
(Please enclose documentary proof, if any, to show that such loss is actual loss caused as a
direct consequence of alleged act, omission or commission of the Distribution Licensee)
12. LIST OF DOCUMENTS ENCLOSED
(Please enclose �three copies� of all the documents which support the facts giving rise to
the Representation)
13. DECLARATION
(a) I/ We , the consumer /s herein declare that:
(i) the information furnished herein above is true and correct; and
(ii) I/ We have not concealed or misrepresented any fact stated in hereinabove and the
documents submitted herewith.
(b) The subject matter of my / our representation has never been brought before the Office of
the Electricity Ombudsman by me/ or by any one of us or by any of the parties concerned
with the subject matter to the best of my/our knowledge.
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(c) The subject matter of my / our representation has not been settled through the Office of
the Electricity Ombudsman in any previous proceedings.
(d) The subject matter of the present representation has not been decided by any competent
authority/court/arbitrator, and is not pending before any such authority / court / arbitrator.
Yours faithfully
(Signature)
(Consumer’s name in block letter )
NOMINATION – (If the consumer wants to nominate his representative to appear and make
submissions on his behalf before the Electricity Ombudsman or to the Office of the Electricity
Ombudsman, the following declaration should be submitted.)
I/We the above named consumer hereby nominate Shri/Smt _________________________________
who is not an Advocate and whose address ______________________________________________
_________________________________________________________________________________
as my/our REPRESENTATIVE in the proceedings and confirm that any statement, acceptance or
rejection made by him/her shall be binding on me/us. He/She has signed below in my presence.
ACCEPTED
(Signature of Representative) (Signature of Consumer)
(Mobile)_________________
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